Get started with service management

Easily set up and manage your customer service tasks from one place by using the Service Management page in Microsoft Dynamics CRM. Set up everything related to customer service, like defining parent-child case hierarchy, creating queues, routing rule sets, rule for automatic case creation, service level agreements (SLAs), entitlements, and customer service schedule.

Use the links in this topic to learn more about each of these tasks.


For Microsoft Dynamics CRM Online organizations, some features like service level agreements (SLAs), entitlements, and parent and child cases are available if you've applied product updates for CRM Online Spring ‘14 or later, or if you’ve installed the CRM Online 2015 Update or later. For on-premises CRM organizations, these features are available if you've installed CRM 2013 Service Pack 1 (on-premises) or later, or if you’ve updated to CRM 2015 or later. Interested in getting this feature? Find your CRM administrator or support person

Applies To

Dynamics CRM 2013

Dynamics CRM 2015

Dynamics CRM 2016

Dynamics CRM Online